Pokémon Go errors and common problems

Can't log in: Forgotten password, email or login method

Means

You can't get into your account. The help center says Pokémon GO does not keep your password: your login provider does, and a lost email or provider can be found through Account Recovery.

First step

Reset your password with the provider you log in with: Google, Facebook, Apple, Pokémon Trainer Central or Kids at Scopely Explore. All steps

App freezes or won't load: Often an old app version or bad data

Means

The app freezes, crashes or doesn't load the map properly. The help center says an outdated app is a common cause and lists general steps that clear up many issues.

First step

Update Pokémon GO in the Google Play Store or the App Store. All steps

GPS location is off: Weak signal, tall buildings or no GPS

Means

Your avatar drifts, jumps or sits in the wrong place. The help center says weak or busy networks, tall buildings and tablets without a GPS sensor can all cause it.

First step

Play on a device with a built-in GPS sensor, since many tablets don't have one. All steps

Adventure Sync not working: Steps or distance don't count

Means

Your walking distance doesn't show up, or only part of it counts. The help center points to location permission, the link to your health app, sync delays and battery saving.

First step

Make sure Adventure Sync is checked in the game settings. All steps

Network connection issues: Mobile data or network type settings

Means

The game lags or can't stay connected while you play. The help center says mobile data, roaming and the network type on your phone can affect this.

First step

Make sure mobile data is turned on in your phone settings. All steps

Device not compatible: Unofficial app or unsupported system version

Means

The game refuses to run on your phone. The help center says this happens with an unofficial or outdated copy of the app, or a phone system version that is no longer supported.

First step

Remove any unofficial copy of the app. All steps

Unable to authenticate: Server hiccup or weak connection at login

Means

The game can't confirm your login. The help center says this happens when the servers have a temporary issue or your connection is poor.

First step

Make sure your phone has a strong connection, or wait a short while and log in again. All steps

Failed to log in: Temporary server issue or poor signal

Means

Login fails right after you pick your account. The help center gives the same causes as for Unable to authenticate: a short server problem or a weak connection.

First step

Check that your phone has a strong Wi-Fi or mobile data signal. All steps

Failed to detect location: Mock location setting is turned on

Means

The game can't use your location. The help center says a mock location setting on Android can block play.

First step

Open Settings, then System, Advanced and Developer options. All steps

Your account has been suspended: The account is banned for breaking the rules

Means

This message means the account is banned for breaking the Terms of Service, for example by faking location or using unofficial apps. Other login or map errors without this message are usually a short server issue.

First step

Read the message closely, since only this one means a ban. All steps